An elderly woman living alone has experienced more than two months of disrupted phone service after her traditional analogue line was switched to BT’s Digital Voice system, leaving her unable to receive incoming calls. The woman’s relatives, who manage a rota to check on her welfare and coordinate her medical appointments and in-home care, say the phone connection is crucial for her continued independence.

The issue emerged when family members noticed the woman’s monthly phone bill was £97.50, prompting a request to BT to move her to a more affordable tariff. According to the family, BT insisted on upgrading her service to an internet-based Digital Voice line and arranged for an unannounced installation at her residence. Shortly after, they received a warning that her phone line was at risk of being disconnected.

Following repeated attempts to resolve the problem—including more than 20 calls to BT—the family was eventually able to secure a visit from a technician. The service provider later acknowledged that the initial installation was flawed and made necessary repairs. Despite this, the disruption persisted for several weeks, during which the woman missed routine social engagements and was unreachable by friends and relatives.

Under telecommunications regulations, providers are required to compensate customers £10.34 per day if an unresolved fault continues beyond two working days following a complaint. BT has agreed to pay this compensation and has also provided an additional goodwill payment after being urged by the family.

BT has not commented publicly on the specifics of this case. The family emphasized that uninterrupted phone service is vital for elderly individuals who rely on regular contact for social interaction and health care management, highlighting broader concerns about the impacts of switching legacy telephone services to digital alternatives without adequate support or communication.